Customer Service Representative

13 hours ago

Manila Manulife Business Processing Services, Philippines Manulife Full time ₱150,000 - ₱250,000 per year

Position Responsibilities

  • Answer incoming customer calls regarding policy / contract information, issues, service questions and general client concerns
  • Deliver excellent customer service by accurately and efficiently answering customer inquiries and request
  • Resolve or negotiate "win-win" solutions to caller issues directly or by consulting with appropriate resources
  • Document and track significant caller discussions or complaints and follow-up customer calls whenever necessary
  • Regularly communicate significant production updates and challenges to management as well as to the business unit in a timely manner, in verbal and written formats

Required Qualifications:

  • EXPERIENCE: Preferably with call center experience (international voice). Open to SHS, HS, or college undergraduate with at least 2 years of international voice account experience.
  • EDUCATION: Completed 2 years in College, Associate Degree, or Bachelor's Degree
  • SCHEDULE: Amenability to work at night full-time, shifting schedules, weekends, and Philippine holidays (when needed)
  • HYBRID WORK ARRANGEMENT: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation) Should also be amenable to work in U.P. Ayala Land Technohub, Quezon City

​Preferred Qualifications:

  • Excellent English communication skills (spoken and writing)
  • Strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service)
  • Strong analytical and problem solving skills to comprehend, solution and act on presented customer concern or problem
  • Minimum keyboarding skills of at least 35 words per minute
  • Ability to multi-task and navigate multiple applications at the same time.

When you join our team:

  • We'll empower you to learn and grow the career you want.
  • We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
  • As part of our global team, we'll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact

Working Arrangement

Hybrid

  • Service Delivery Lead

    2 days ago

    Manila, Manulife Business Processing Services, Philippines Manulife Full time ₱600,000 - ₱1,200,000 per year

    We're looking for a Service Delivery Lead (GOCC Data Office) to join our team at MBPS. The Technical Lead for the Data Office Engineer team will be responsible for overseeing Level 1 troubleshooting tasks and serving as the escalation point to Level 2. This role is integral to maintaining the efficiency and effectiveness of our data operations, ensuring...

  • Alternative Investment Operations Director – Derivatives Services

    13 hours ago

    Manila, Manulife Business Processing Services, Philippines Manulife Full time ₱1,500,000 - ₱3,000,000 per year

    Reporting directly to the GBS Service Delivery Head for Retail, Wealth, Alternatives, and Fund Services Operations, the Alternative Investment Operations Director – Derivatives Services is primarily responsible for leading the Derivatives Operations, Support and Solutions teams supporting Asia, North America, and UK in ensuring timely, accurate, and...

  • Senior Procurement Specialist

    14 hours ago

    Manila, Manulife Business Processing Services, Philippines Manulife Full time ₱1,200,000 - ₱2,400,000 per year

    The Manulife Contingent Workforce Program is seeking a Senior Procurement Specialist who is accountable for the day-to-day activities of the SOW Program. The role is responsible for SOW management from contract intake, ensuring consistency with the SOW contract terms, through to payments and service completion. This role will support the statement of work...

  • Global IT Change Management Analyst

    14 hours ago

    Manila, Manulife Business Processing Services, Philippines Manulife Full time ₱800,000 - ₱1,200,000 per year

    We're looking for a Change Management Analyst to join our Global Change Management team at MBPS. In this post, critical role in overseeing and coordinating changes within a controlled IT environment. You will be responsible for assessing risk, evaluating change impact, ensure that resources are aligned, and facilitating the authorization of Change Records.As...

  • Tax Specialist

    2 days ago

    Manila, Manulife Business Processing Services, Philippines Manulife Full time ₱900,000 - ₱1,200,000 per year

    Position ResponsibilitiesAccurately review and process transactions, including remittances, tax quotes, client inquiries, and reports, ensuring timely completionProvide excellent service to internal and external clients by effectively responding to emails and correspondence through thorough research and problem-solvingTake ownership of inquiries, assess...

  • IT Operations Analyst

    14 hours ago

    Manila, Manulife Business Processing Services, Philippines Manulife Full time ₱1,500,000 - ₱2,500,000 per year

    We are seeking a Service Delivery Analyst who will play a crucial role in ensuring the reliability of our IT services through effective monitoring and continuous improvement. The successful candidate will collaborate with leaders in infrastructure engineering, product development, operations, and application support to configure and enhance service...

  • Assistant Manager, Compliance Organizational Resiliency

    3 days ago

    Manila, Manulife Business Processing Services, Philippines Manulife Full time ₱1,200,000 - ₱2,400,000 per year

    We're looking for an Assistant Manager, Compliance Organizational Resiliency to join our Integrated Compliance Services team at MBPS. In this role, you will support on the design, execution, maintenance and continuous improvement of the compliance organizational resiliency program and disaster recovery strategies. This role plays a key part in ensuring the...

  • Associate Director, Regulatory Transformation and Governance

    14 hours ago

    Manila, Manulife Business Processing Services, Philippines Manulife Full time ₱1,500,000 - ₱3,000,000 per year

     We're looking for an Associate Director, Regulatory Transformation and Governance to join our ICS team at MBPS. In this role, you are involved in providing strategic leadership and oversight for regulatory transformation initiatives, ensuring alignment with business objectives and enhancing compliance practices through innovation and data-driven...

  • Real Time Analyst

    12 hours ago

    Manila, Manulife Business Processing Services, Philippines Manulife Full time ₱1,200,000 - ₱2,400,000 per year

    The CSC Operations Real Time Analyst is responsible for multi-site real-time monitoring, queue management, tracking of schedule adherence and management of resources driven by real time trends to ensure consistency in Service Level performance. ​Position Responsibilities:Monitor real-time adherence across multiple sites, handle adherence issues, and log...

  • Procurement Sourcing Specialist

    12 hours ago

    Manila, Manulife Business Processing Services, Philippines Manulife Full time ₱1,500,000 - ₱3,000,000 per year

    We're looking for a Procurement Sourcing Support Senior Analyst to join our Procurement COE team at MBPS. In this role, you are expected to support global sourcing and contracting events in the low impact stream of Manulife's indirect spend categories including but not limited to, Marketing, Real Estate, IT, (either or all of Hardware, Software, SaaS,...